Service Plus is backed by another Fuji Xerox exclusive – the Total Satisfaction Guarantee (TSG). It allows customers to replace any device* with an identical model, or a machine with comparable features and capabilities, at no charge at your written request.
The TSG normally runs for a full three to five years** or the whole financing contract period from the time a new device is delivered to customers. It is more than a promise. Fuji Xerox is so confident in the reliability of our products that put in writing in every agreement.
* This guarantee applies to Fuji Xerox equipment that has been acquired directly from Fuji Xerox (Hong Kong) and is used in conjunction with Fuji Xerox consumables and serviced by Fuji Xerox (Hong Kong) in Hong Kong and Macau. This excludes certain Fuji Xerox printers and digital production systems. Fuji Xerox reserves the right to amend the excluded products list without prior notice. Final terms and conditions are subject to signed contracts.
Service Capability & Performance (SCP) Certification
Certified World Class Support
Fuji Xerox is committed to delivering exceptional customer support every time. This philosophy has helped us win the internationally renowned Service Capability and Performance (SCP) certification. Fuji Xerox is the only vendor in the industry to hold the award.
What is SCP?
Developed through the joint efforts of nearly 50 leading support organizations and contains a framework of over 100 measurable benchmarks, which are used to determine the overall effectiveness of a service and support organization.
How it works at Fuji Xerox?
- Well-structured customer feedback process to ensure all feedbacks are documented, addressed, resolved and customers are being updated.
- Real-time display of support activity to enhance responsiveness
- Effective management productivity tools, K.U.B.E. web portal, enable support engineers to have quick access to information and reach fast and efficient resolution to customers
- User friendly support web page
- Ongoing certification to ensure the standards are met with continuous improvements
Benefits to Customers
- Continuously improvement in service quality
- Meet the highest certified world class industry standard and customer’s expectation
- Consistent level of excellent service